Senior BP Project Management Specialist

Overview

Senior BP Project Management Specialist in Medtronic's Global IT Support Organization, owning the day-to-day Knowledge process and AI-assisted content operations within the IT Service Management Office.

What you'll do

• Operate the day-to-day Knowledge process and AI-assisted content operations, acting as front-line partner to the Global Service Desk and process peers.
• Review the knowledge queue and AI-drafted suggestions; apply style, metadata and route for approval, maintaining human-in-the-loop review.
• Execute intake, review, approve/publish and retire steps; enforce style, taxonomy and metadata standards.
• Configure and tune ServiceNow Knowledge (roles, categories, synonyms, feedback) and partner on Predictive Intelligence, Agent Assist snippets and Virtual Agent intents.
• Tune synonyms and semantic search; run UAT for new Agent Assist snippets addressing the top call driver.
• Co-administer the Knowledge dashboard, translating analytics into actions such as synonyms, content fixes and experiments.
• Publish mini-reports from the Knowledge dashboard highlighting precision/recall and zero-result trends.
• Chair Knowledge forums and lead KCS huddles with Content Owners; coach Content Owners and Contributors in KCS v6 and AI-assisted authoring.
• Convert Problems/KEDB and Problem RCA into reusable articles; ensure Change/Release has pre-go-live knowledge and embed guided help in Catalog/Request.
• Define dashboard measures with analytics, validate PA data, run A/B tests on search and intent tuning, and publish insights.
• Coordinate UAT for AI features and search changes; document SOPs and work instructions and keep the process audit-ready.

What you'll need

• A Bachelor's or Master's degree or equivalent, with 7+ years of experience in the areas below.
• Proficiency in English (C1+).
• Minimum ITIL v3 Practitioner/Professional.
• 5+ years in ITSM support or process roles.
• 2+ years in Knowledge or adjacent processes (Incident/Request).
• ServiceNow knowledge administration and familiarity with Predictive Intelligence, Agent Assist and Virtual Agent; PA reports.
• Working familiarity with KCS v6 and corporate GenAI guidelines (review, disclosure, PII checks).
• Strong BA skills: requirements, SOPs, acceptance criteria and light data analysis; excellent written communication.

Nice to have

• ITIL 4 practice-level or Managing Professional.
• Prompt library maintenance; basic A/B testing design; GenAI moderation workflows; multi-language content pipeline (English primary).
• Knowledge of success metrics: time-to-publish; article quality/helpfulness; contribution rate; search success and zero-result; AI-draft acceptance rate; deflection for top drivers; aging/retire SLAs.

Details

• Location: Nanakramguda, Hyderabad, India.
• Follow-the-sun support model across regions.
• Eligible for the Medtronic Incentive Plan (MIP) short-term incentive.